Frequently Asked Questions
ABOUT OUR STORES
Where can I buy Meli Melo products?
Shop directly from our official online store at www.melimelo.com. In 2020, we transitioned to a direct-to-consumer model, allowing us to control the quality and authenticity of our brand, avoiding discounted sales through department stores. By shopping with us, you’re guaranteed to receive genuine luxury Meli Melo pieces, delivered straight to your door.
PLACING ORDERS
What payment methods do you accept?
We offer over 5 international payment options. Simply choose your country at checkout, and you'll be presented with secure, local payment methods for a seamless transaction.
Is it safe to shop at Meli Melo?
Yes, shopping with us is completely secure. Our website uses an encrypted payment gateway, and we never store or access your credit card information. For details, please review our Privacy Policy.
Do you offer discounts?
As a luxury brand committed to quality, we don’t offer discounts on our products. However, we occasionally run limited-time promotions like free shipping. Sign up for our newsletter to be the first to hear about exclusive offers.
How does your monogramming service work?
Personalize select leather handbags with our bespoke monogramming service. Simply select your preferences (up to 20 characters, color, and position) on the product page, and add it to your cart. Our team will reach out within 24 hours to confirm. Monogrammed items typically take 3-5 days to complete, and delivery can take up to two weeks. Please note that monogrammed products are non-returnable.
Do you sell gift cards?
Currently, we do not offer gift cards.
Can I cancel my order?
Yes, you can cancel your order within 24 hours of placing it, provided it hasn’t left our warehouse. Email us at customer@melimelo.com. If your order has been dispatched, follow our returns process.
DELIVERY
How long will my order take to ship?
For UK customers, we offer Express Delivery, which ensures next-business-day delivery. International orders typically arrive within 3-5 business days. For more details, visit our Delivery Page.
Will I need to pay customs and duties?
Orders shipped outside the EU may be subject to customs duties and taxes, which are the responsibility of the recipient. Please check your country’s regulations before placing your order. We ship via UPS Express Saver with Net Zero Carbon Emissions, so all shipments are eco-friendly.
RETURNS & EXCHANGES
What is your returns policy?
We offer exchanges or refunds on full-priced, non-monogrammed products if returned within 28 days of receipt. Notify us within 14 days of receiving your order, and please ensure the item is unused, in perfect condition, and in its original packaging.
Where do I send my return?
Returns should be sent to:
Unit 5, 160 Barlby Road, London, W10 6BS.
Please read our full Returns Policy before sending any items.
When will I receive my refund?
Once we receive your returned item, we will process your refund within 24 hours. Depending on your bank, international refunds may take up to 21 days. We refund the full value of the item minus original shipping fees and any applicable international bank charges.
FAULTY ITEMS & REPAIRS
Do you offer a repair service?
Yes, we offer complimentary repairs for up to 12 months from the purchase date, covering manufacturing faults. For repairs outside this period, we offer paid services. Please email customer@melimelo.com with photos and your proof of purchase.
What if my item arrives faulty?
We take quality control seriously, but if you receive a faulty item, contact us at customer@melimelo.com with your order number and photos of the fault. We’ll guide you through the next steps.
OTHER FAQS
How do I care for my Meli Melo product?
Our handbags are made from the finest leathers. To maintain their quality, we recommend using Collonil care products and storing your bag in its provided dust bag when not in use. Avoid exposure to sunlight, moisture, and extreme temperatures to prolong its beauty.
Where are Meli Melo products made?
All our products are handcrafted in Florence, Italy, using premium Italian leather and metal materials. Every item comes with a Certificate of Authenticity.
How do I know my Meli Melo bag is authentic?
Authentic Meli Melo products include a Certificate of Authentication and have the Meli Melo logo embossed on the leather and engraved on the hardware. If you’re unsure about a purchase made outside of our official channels, please contact us with photos and purchase details.
Can I get a replacement dustbag or strap?
We don’t sell replacement dustbags or straps, so please take care of the original ones provided. We do offer repairs for existing straps if needed.